Customer Service Representative

  • Job ref:


  • Location:

    Erskine, Renfrewshire

  • Sector:


  • Job type:


  • Salary:

    £10 - £12 per hour + Inside IR35

  • Contact:

    Charlie Cameron

  • Email:

  • Published:

    9 months ago

  • Duration:

    6 Months

  • Start date:

    May 17th 2021

Helpdesk Technician / Helpdesk Support x 6
Initially Remote - with travel to Erskine, Scotland
SC clearance or Eligible to apply for SC
£13.00 per hour / shift allowance - INSIDE IR35
ASAP start date

You will be responsible for the following;

  • Answer contacts promptly and professionally
  • Log/Validate all contacts on the provided case/call logging system.
  • Resolve customer queries using the relevant tools and systems
  • Manage end to end all contacts logged, providing regular updates to customers on ticket status.
  • Invoke Escalation Procedures within defined time frames
  • Work to achieve individual and team goals
  • To comply/complete desk specific or ad-hoc request/tasks/training.
  • Ensure Quality standards are adhered to in regards to both Cases & Calls.
  • Continuous documentation validation.
  • Protect confidential and sensitive information and materials.
  • Observe strict compliance to licensing, copyright and trademark legislation.
  • Accomplish other training as required.
  • Pro-actively seek support from escalation team via appropriate methods as required.
  • Escalate tickets to other resolution team for validation and further escalation.
  • Monitor ticket queues and handle tickets appropriately
  • Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
  • Follow processes and procedures outlined in training.
  • Other requests & duties may be assigned as required.
  • All employees must make the utmost effort to follow all procedures and processes as outlined during training.
  • Proactively contribute to the achievement of service desk SLA's.